Paul Downham

Paul Downham is a seasoned customer service leader with extensive experience in the digital travel and retail sectors. Currently serving as the Vice President of Customer Services at Booking.com since February 2019 and as Customer Service Director at Rentalcars.com since June 2016, Paul has demonstrated a strong commitment to enhancing customer experiences. Prior roles at Home Retail Group PLC from June 2007 to June 2016 include Contact Centre Operations Director, Head of Contact Centre Operations, Service Lead, and Head of Contact Centre Planning, reflecting a progressive career in contact centre management and operational excellence.